iinet

 outage and service status resources

To verify iiNet’s live network status:

1. Use iiNet’s Outage Checker:
   Visit iiNet Outages & Network Services, enter your postcode, and see any listed incidents or maintenance events.
   
   
2. Check Mass Service Disruptions:
   See if your area is under a Mass Disruption Notice (e.g., for storm-related issues).
   
   
3. Browse iiHelp or Community Forums:
   See updates in the iiHelp support portal or community posts acknowledging larger incidents.
   
   
4. Monitor Social Media:
   Check iiNet’s Twitter or Facebook for real-time updates during outages.
   
   
5. Cross-check Downdetector:
   If iiNet’s site is quiet, see user-reported spikes on Downdetector.
   
   
6. Check Partner Brands:
   As part of TPG Telecom, shared outages may also appear on TPG or Internode status pages.
   

Here’s how to report a service issue if it’s not already listed:

• Call iiNet Support:
  13 22 58 – 24/7 line for broadband and phone faults.
  
  
• Use Toolbox (Account Portal):
  Log in to Toolbox to lodge a ticket under “Ask a Question.”
  
  
• Live Chat or Email:
  Live chat on iiNet’s contact page or email: support@iinet.net.au.
  
  
• Social Media (optional):
  Tweet @iiNet or message via Facebook if support lines are congested.
  
  
• Provide clear details:
  Include the time your connection dropped, modem light status, and whether others in your area are affected.
  
  
• Request a reference number:
  This helps you track your report and get timely updates.
  

Fix times vary by outage type:

• Localised Faults (e.g., DSLAMs, modems, exchange resets):
  Typically fixed in 2–8 hours, often same-day.
  
  
• Core Network Outages (e.g., power or routing issues):
  Resolved in 2–6 hours if centrally solvable. The Feb and Mar 2025 events were cleared within half a day.
  
  
• Natural Disasters (e.g., storm damage):
  Can take 1–5 days, depending on power/NBN restoration timelines. iiNet posts Mass Disruption Notices for affected areas.
  
  
• Ongoing/Recurring Issues:
  May take multiple service calls over weeks for resolution. iiNet usually treats each instance separately unless escalated.
  
  

💡 During major events, expect updates every 6 hours per ACMA rules, although faster resolutions may mean fewer status changes.

🔧 Outage Status Tool:
Check here for live updates by postcode.

📢 Mass Disruption Notices:
Latest regional alerts.

📞 24/7 Support:

• Phone: 13 22 58
  
  
• Alternate: 1300 785 068 (for select services)
  
  
• Email: support@iinet.net.au
  
  
• Live Chat: iiNet Contact Page
  
  

🧰 Toolbox:
Manage support tickets

📚 iiHelp Support Centre:
Browse guides

💬 Whirlpool Forum (community updates):
View user reports

📊 Downdetector iiNet:
Check user-reported issues